Ensure proactive support for Microsoft Teams PSTN calls to your Business Lines
Challenges with Microsoft Teams PSTN Voice Calls
The original ‘black phones’ are not gone yet – many offices still rely on them in the office with many of them featuring enhanced capabilities. This is also true of home landline phones which are also here to stay for the foreseeable future.
With the return to the office, employees are continuing to use the communication tools that they became accustomed to when working from home. This means that the combination of Microsoft Teams with PSTN calls is growing exponentially.
This can pose a challenge for IT who needs to ensure this service for their end users. This challenge is compounded as delivering Unified Communication (UC) typically involves multiple IT teams making it difficult for them to coordinate together and proactively support their business lines. Until now.
Why Microsoft Teams PSTN Call Quality is Important?
Microsoft Teams calls through PSTN is usually done either through Direct Routing which enables IT to choose their PSTN carrier and properly plan or through a Microsoft Calling Plan.
Both ways require a combined team to support the quality of the services which can include: the Microsoft 365 and Teams team, the network team, the telephony or UC team, the security team and sometimes other teams managing 3rd party services.
Each team can also have its own tools to monitor performance which can create silos making it difficult for IT to provide real proactive support.
However, the current use of Microsoft Teams for business purposes (client pitch, negotiation, etc.) makes it critical for the quality of the voice to be ensured.
Ensure Proactive Support for Microsoft Teams PSTN Calls
Hortium enables proactive support for all Microsoft Teams voice calls, whether they use cloud or PSTN infrastructure.
By integrating Direct Routing, Calling Plan and Operator Connect Voice call data and alerts directly into our monitoring and analytics capabilities, Hortium provides end to end visibility of the entire chain of service needed to deliver good quality calls to the business lines.
- Hortium groups the PSTN calls and issues by symptom, location, PSTN trunk and carrier and or even connectivity type to provide user-friendly understanding of the voice environment.
- Hortium then enables IT to be alerted on issues or a group of issues for critical groups of users or locations for your business.
- Hortium correlates PSTN user call issues and alerts IT with your existing infrastructure monitoring tools to bring into a single pane of glass your SBC monitoring, users issue monitoring and any part of the network relevant for the service to be delivered to your business lines.
- Hortium synchronizes these alerts and data into meaningful Service Incidents for your ITSM team to fully qualify every problem in addition to prioritizing and assigning them faster.
You also have the ability to automatically report on service quality achievements to your business lines and IT management.
Hortium gives IT teams control when it comes to cloud and PSTN voice quality of service – without needing to deploy anything in your environment.
Through Hortium, you are able to work to improve employee productivity. This actually starts with facilitating a good and stable service experience from anywhere.
Culture and the Modern Workplace
The new term of workplace analytics is just a new and modern way of talking about usage and adoption. This is the first step on the path for service and application compliance. Being able to measure active and enabled users and being able to see service experience provided IT with an initial feel for the presence and growth of the platforms. As an organization matures its ability to leverage workplace analytics, the discussion turns to impact and engagement. The analytics should look at areas of focus like departmental or geographic best practices regarding engagement and how to extend those patterns and insights to other teams using a set of recommended behavioural actions. Where’s the ROI?
In Summary
Current IT forces were never designed to support the continuously changing and expanding scope of devices, flexible business hours and complex co-working structures. An all-encompassing end-to-end (user) management strategy is needed to control the happiness of your end-users, from the device to business applications to the digital workplace. Continued monitoring and predictive analysis help you effortlessly scale up workspaces and update applications without affecting availability.
Measuring workplace analytics for cloud based platforms can be difficult. IT teams need to focus on multiple overlapping platforms and interactions to ensure the cloud service and app environments are delivering a positive experience. The challenge is often compounded by the fact that with apps, IT can sometimes be in a position where they are not directly managing some of these business-critical technologies.
With Hortium IT teams take back some control and gain insight that enables them to develop best practices and understand optimal output behaviours across the enterprise. This allows IT teams the ability to measure across the end to end of workplace analytics from adoption to engagement to effectiveness. Given the latest projection of 75% of organizations worldwide using at least one cloud based app platform by 2023, an investment in Hortium to help optimize your digital workplace ROI seems like a very strategic investment.